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Salesforce AP-226 Exam Syllabus Topics:

Salesforce Contact Center Accredited Professional Sample Questions:

1. Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

A) Automated processes are executed by default
B) Only Apex triggers are executed
C) Automated processes are not executed

2. Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

A) All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
B) Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
C) User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
D) Quality assurance reviews by internal teams or external testing services to validate content accuracy.

3. You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

A) All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
B) Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
C) Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
D) Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.

4. You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?

A) Developer tools in web browsers for inspecting email rendering on various devices.
B) Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.
C) Sending test emails to personal accounts with different devices and platforms.
D) Salesforce Inbox previewing emails on desktop and mobile versions.

5. The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?

A) Einstein Bots
B) Einstein Discovery
C) Reports & Dashboards
D) Analytics Cloud

Solutions: